WO2012177600A2 - Système d'appel d'urgence avec gestion de la desserte et mécanisme associé, et son procédé d'exploitation - Google Patents

Système d'appel d'urgence avec gestion de la desserte et mécanisme associé, et son procédé d'exploitation Download PDF

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Publication number
WO2012177600A2
WO2012177600A2 PCT/US2012/043090 US2012043090W WO2012177600A2 WO 2012177600 A2 WO2012177600 A2 WO 2012177600A2 US 2012043090 W US2012043090 W US 2012043090W WO 2012177600 A2 WO2012177600 A2 WO 2012177600A2
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WO
WIPO (PCT)
Prior art keywords
call
workstations
controller
emergency
pending
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/US2012/043090
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English (en)
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WO2012177600A3 (fr
Inventor
Clark A. Emerick
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Zetron Inc
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Zetron Inc
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Filing date
Publication date
Application filed by Zetron Inc filed Critical Zetron Inc
Publication of WO2012177600A2 publication Critical patent/WO2012177600A2/fr
Anticipated expiration legal-status Critical
Publication of WO2012177600A3 publication Critical patent/WO2012177600A3/fr
Ceased legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5116—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing for emergency applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M11/00—Telephonic communication systems specially adapted for combination with other electrical systems
    • H04M11/04—Telephonic communication systems specially adapted for combination with other electrical systems with alarm systems, e.g. fire, police or burglar alarm systems

Definitions

  • the present invention relates generally to an emergency call center system, and more particularly to a system for managing a volume of telephone calls that require immediate response.
  • Centrally located call processing centers are a key part of emergency service response processes. Modern communication centers are becoming multimedia- capable and often service both analog and various forms of digital media interactions and transactions. In order to service a large public client base, state-of-the-art telecommunications equipment, software applications, and various dedicated servers are compiled and integrated with state-of-the-art software platforms.
  • an emergency call center typically has limited technological resources that it can draw upon to handle emergency calls.
  • Some call centers may only include a telephone interface to handle incoming calls, a radio dispatch interface to alert the relevant authorities, and a call routing system to direct incoming calls to the appropriate operators.
  • an appliance maintenance hotline may include a telephone interface to handle incoming calls, a technician that responds to the telephone calls, and a pre-generated service manual stored on a local machine that the technician may consult while handling the call.
  • E911 or 911 service involves providing call centers or public safety access points (PSAPs) that answer 911 calls and dispatch emergency personnel based on the calls.
  • PSAPs public safety access points
  • An important part of E911 service is identifying and dispatching the emergency personnel to the location of the emergency.
  • PSTN public switched telephone network
  • the Automated Number Information (ANI) and Automatic Location Information (ALI) data is used for identifying a communication device from which said incoming call originated.
  • ANI Automated Number Information
  • ALI Automatic Location Information
  • the present invention provides a method of operation of an emergency call system including: receiving an incoming call by a call controller; distributing a pending call request from the call controller to a selected group of workstations; and accepting the pending call request by one of the workstations including removing the pending call request from all others of the workstations in the selected group.
  • the present invention provides an emergency call system, including: a call controller for receiving an incoming call; and a selected group of workstations for receiving a pending call request from the call controller and accepting the pending call request by one of the workstations includes the pending call request withdrawn from all others of the workstations in the selected group.
  • FIG. 1 is a functional block diagram of an emergency call system in a first embodiment of the present invention.
  • FIG. 2 is an architectural block diagram of the emergency call system for capacity planning in an embodiment of the present invention.
  • FIG. 3 is a functional block diagram of an emergency call system in a second embodiment of the present invention.
  • FIG. 4 is a functional display view of a monitor for the emergency call system.
  • FIG. 5 is a functional block diagram of an installation rack of the emergency call system.
  • FIG. 6 is a flow chart of a method of operation of an emergency call system in a further embodiment of the present invention.
  • processing includes receiving calls, calculating a distribution, comparing expertise, checking availability, and distributing the calls.
  • the functional block diagram of the emergency call system 100 depicts a centralized call center controller 102.
  • the centralized call center controller 102 receives incoming calls from a trunk line 103, such as a session initiated protocol (SIP), internet protocol (IP), voice over internet protocol (VOIP), or plain old telephone service (POTS).
  • SIP session initiated protocol
  • IP internet protocol
  • VOIP voice over internet protocol
  • POTS plain old telephone service
  • the trunk line 103 is connected to a call controller 104, such as a telephone switch, a
  • the call controller 104 can receive calls from the trunk line 103 and perform pre-processing of an incoming call.
  • the call controller 104 is coupled to an automatic call distribution engine (ACD) 106.
  • ACD automatic call distribution engine
  • the automatic call distribution engine 106 can support an interactive voice response
  • the automatic call distribution engine 106 is coupled to a mid-call recovery controller 108.
  • the mid-call recovery controller 108 can include an IP switch, control logic, and a memory.
  • the mid-call recovery controller 108 can provide call-back service for dropped emergency calls as well as call history information.
  • the mid-call recovery controller 108 can be coupled to call servers 110 and console servers 112.
  • the call servers 110 and the console servers 112 can provide management of active call information as well as history and statistical analysis of repeat calls.
  • the call servers 110 and the console servers 112 can couple to a communication interface 114, such as an Internet protocol communication, Ethernet, or optical network.
  • the communication interface 114 can be implemented by any interface technology that can support the Internet protocol communication, including a wireless interface.
  • the communication interface 114 can couple more than one call center module 116.
  • the call center module can be a separate location or banks of equipment in a single location.
  • the call center module 116 can include a group of workstations 118.
  • the workstations 118 provide a user interface for accessing the incoming calls and invoking emergency resources to address the issues. It is understood that the FIG shows a limited number of the workstations 118 by way of an example and any number of the workstations 118 can be supported by the call servers 110 and the console servers 112.
  • the console servers can load an operator qualifications from the workstation 118 indicating the capabilities of the operator that is logged into the workstation 118.
  • the operator qualifications can provide a criteria for routing the incoming call.
  • the automatic call distribution engine 106 can utilize the operator qualification as criteria for offering the call to a selected group 120 of workstations 118.
  • a call cannot be linked to any of the workstation 118 without the operator of the workstation 118 accepting the incoming transaction.
  • the incoming call is removed from the workstations 118 that did not select the incoming call.
  • the automatic call distribution engine 106 can manage the distribution to other units of the call center module 116 based on activity level and the operator qualification registered in the console servers 112. In some cases the selected group 120 of the workstations 118 can span across multiple units of the call center module 116.
  • the emergency call system 100 can provide scalable and efficient support for managing incoming emergency calls.
  • the pending call indicator is removed from all of the selected group 120 of the workstations 118 in the distribution.
  • the call controller 104 can capture the origin information and convey the call to the automatic call distribution engine 106.
  • the automatic call distribution engine 106 uses the call location, call type, and any forwarded special skill requirement to route the call.
  • the automatic call distribution engine 106 uses the location information to identify an appropriate one of the call center module 116. If any of the available call center modules 116 has a correct set of the operator qualification for a workstation 118, it will be included in distribution of the call offering. If the interface of the call center module 116 is busy for any reason, that information flows up through the console servers 112 and is available to the automatic call distribution engine 106 for formulating call routing offerings. Referring now to FIG.
  • the architectural block diagram of the emergency call system 201 depicts a first emergency call center 202.
  • the first emergency call center 202 can be coupled to a central database manager 204, such as a network attached storage system or a storage area network.
  • the modular nature of the central database manager 204 can provide a flexible base for supporting larger or smaller planned support loads.
  • a second emergency call center 206 can be substantially similar to the first emergency call center 202.
  • the support of the planned workload can be sustained on either the first emergency call center 202 or the second emergency call center 206, in case of system failure. Both the first emergency call center 202 and the second emergency call center 206 actively engage in supporting the emergency response.
  • the interface connection 208 to the central database manager 204 can be a high speed Ethernet, optical, wireless, or a combination thereof.
  • a back-up interface 210 can be coupled between the second emergency call center 206 and a back-up center 212.
  • the back-up center 212 can provide real-time back-up of the call activity that is passing through the central database manager 204.
  • the use of the back-up center 212 can provide an additional layer of reliability in maintaining the operational status of the combination of the first emergency call center 202 and the second emergency call center 206.
  • the real-time back-up capability of the back-up center 212 can help provide 99.999% system up-time.
  • the reliability level is required in support of the critical emergency situations, such as 9-1-1 calls.
  • FIG. 3 therein is shown a functional block diagram of an emergency call system 300 in a second embodiment of the present invention.
  • the functional block diagram of an emergency call system 300 depicts a clustered configuration of the emergency call system 300.
  • the centralized call center controller 102 receives incoming calls from the trunk line 103, such as a session initiated protocol (SIP), internet protocol (IP), voice over internet protocol (VOIP), or plain old telephone service (POTS).
  • SIP session initiated protocol
  • IP internet protocol
  • VOIP voice over internet protocol
  • POTS plain old telephone service
  • the trunk line 103 is connected to the call controller 104, such as the telephone switch, the VOIP controller, an IP controller, or an SIP controller.
  • the call controller 104 can receive calls from the trunk line 103 and perform pre-processing of an incoming call.
  • the call controller 104 is coupled to a database engine 302.
  • the database engine 302 can support call behavior rules that provide a definable call management process.
  • the database engine 302 is coupled to the mid-call recovery controller 108.
  • the mid-call recovery controller 108 can include an IP switch, control logic, and a memory.
  • the mid-call recovery controller 108 can provide call-back service for dropped emergency calls as well as call history information.
  • the mid-call recovery controller 108 can be coupled to call servers 110 and console servers 112.
  • the call servers 110 and the console servers 112 can provide management of active call information as well as history and statistical analysis of repeat calls.
  • the call servers 110 and the console servers 112 can couple to the communication interface 114, such as the Ethernet or optical network.
  • the communication interface 114 can be implemented by any interface technology that can support the Internet protocol communication, including the wireless interface.
  • the communication interface 114 can couple more than one call center module 116, such as a public safety access point (PSAP).
  • the call center module 1 16 can be a separate location or banks of equipment in a single location.
  • the call center module 116 can include the group of workstations 118.
  • the workstations 118 provide the user interface for accessing the incoming calls and invoking emergency resources to address the issues. It is understood that the FIG shows a limited number of the workstations 118 by way of an example and any number of the workstations 118 can be supported by the call servers 110 and the console servers 112.
  • Remote call controllers 304 are not required at every one of the call center module 116 but in an optional embodiment the call is routed directly to all of the workstations 118 and the decision of which of the workstations 118 will get the call is made within each of the workstations 118 based on the operator qualification of the call taker logged on to the workstations 118.
  • a remote ACD 306 can be coupled between the remote call controller 304 and the workstations 118.
  • the remote ACD 306 can support an interactive voice response (IVR) system (not shown), which can support call behavior rules that provide a definable call management process.
  • the remote ACD 306 is coupled to the workstations 118.
  • the console servers 112 can load an operator qualifications from the workstation 118 indicating the capabilities of the operator that is logged into the workstation 118.
  • the operator qualifications can provide a criteria for routing the incoming call to the selected group 120 of the workstations 118.
  • the automatic call distribution engine 106 can utilize the operator qualification as criteria for offering the call to the workstation 1 18.
  • a call cannot be linked to any of the workstation 118 without the operator of the workstation 118 accepting the incoming transaction.
  • the incoming call is removed from the workstations 118 that did not select the incoming call.
  • the automatic call distribution engine 106 can manage the distribution to other units of the call center module 116 based on activity level and the operator qualification registered in the console servers 112.
  • the emergency call system 100 can provide scalable and efficient support for managing incoming emergency calls.
  • a workstation 118 accepts an incoming call the pending call indicator is removed from the other workstations in the distribution.
  • FIG. 4 therein is shown a functional display view of a monitor 401 for the emergency call system 100.
  • the functional display view of the monitor 401 depicts a tool bar 402 for providing fast access to support programs.
  • a call pending request 403 indicates that an incoming call has been matched to the operator qualification module 420 and the operator of the workstation is offered the incoming call.
  • a working call panel 404 provides all of the current information required to support an emergency resource response to an incoming call.
  • the working call panel 404 can include a history frame 406, containing information about the call location or the caller, a notes panel 408 for saving comments from the call taker, an audio file screen 410 containing audio files of the incoming emergency calls, a map window 412 displaying the area around the current call location, and a picture or video frame 414 for displaying pictures of the emergency personnel or video from street camera sources.
  • a rapid access toolbar 416 can be positioned on a right most vertical edge and include speed dial buttons configured by the call taker, radio dispatch buttons for accessing emergency resources by radio and radio linking buttons for forming patches.
  • a caller ID panel 418, located above the working call panel 404 can display the caller identification information including name, address, and telephone number.
  • the current configuration can be modified by the call taker when he logs into the workstation 118 of FIG. 1. It has been discovered that the information displayed on the monitor 401 can be more effective if the call taker is only subjected necessary information for executing the working call. As information or processes are no longer essential they shrink to rapid access icons on the monitor 401.
  • An operator qualification module 420 contains detailed information about the call taker that is logged into one of the workstations 118.
  • the login process utilizes the contents of the operator qualification module 420 to update the call controller 104 of FIG. 1.
  • the call controller 104 can make call routing decisions based on the automatic location information (ALI) and the contents of the operator qualification module 420. It has been discovered that the generation of the selected group 120 of FIG. 1 of the workstations 118 can be based on the location information of the caller based on the ALI and the operator qualification information from the operator qualification module 420.
  • ALI automatic location information
  • FIG. 5 therein is shown a functional block diagram of an installation rack 501 of the emergency call system 100 of FIG. 1.
  • the functional block diagram of the installation rack 501 depicts a first rack 502 and a second rack 504.
  • the first rack 502 can contain the operational elements of the emergency call system 100 of FIG. 1.
  • An automatic location indicator module 506 can be located in the first rack 502.
  • a call control module 508 can receive the incoming calls and process them to display on the monitor 401 of FIG. 4.
  • Call history servers 510 can store pertinent information about the calls and how they were serviced. The call history servers 510 can maintain information on each call that can track whether the call is a repeat occurrence, which of the workstations 118, of FIG. 1 previously accepted the call, what were the contents of the operator qualification module 420 of FIG. 4 during the previous call, the nature of the emergency of the previously accepted call, and the time of the last call from that same number.
  • the call history servers 510 can link any notes provided by the operator of the workstations 118 that accepted any of the previous occurrences of the call as well as a list of all of the workstations 118 in the selected group 120 that were offered the call.
  • Console servers 512 can provide software to the workstations 118 of FIG. 1 that can enable peer-to-peer communication between the workstations 118, enable display of information from the history servers 510, and provide execution interfaces to communication switches 514, such as Internet protocol (IP) switches.
  • IP Internet protocol
  • the combination of the console servers 512 and the communication switches 514 can establish local area networks that can support one or more of the public safety access points.
  • Hot swap power supplies 516 can help maintain a record of reliability.
  • the hot swap power supplies 516 can have a primary and a back-up power supply for supporting each of the functional elements in the first rack 502 and the second rack 504.
  • the hot swap power supplies can include battery back-up (not shown).
  • the first rack 502 and the second rack 504 can maintain operational status through multiple failures with no loss of performance.
  • the second rack 504 can support communication gateways 518.
  • a primary communication subsystem 520 such as a Centralized Automatic Message Accounting (CAMA) subsystem, can be used to support the historic analog telephone system, which is known as plain old telephone service (POTS).
  • a secondary communication subsystem 522 such as a FXS/FXO, analog telephone connection system, Tl trunk interface, or ISDN-PRI subsystem interface, can provide additional system connectivity.
  • the primary communication subsystem 520 and the secondary communication subsystem 522 convert the incoming calls to a session initiated protocol (SIP) for communication through the communication switches 514 to the call control module 508 for further routing to the selected group 120 of FIG. 1.
  • SIP session initiated protocol
  • An alarm panel 524 can indicate system status as well as the individual call status.
  • An alarm subsystem 526 can work in conjunction with the alarm panel 524 in order to monitor the operational status of the emergency call system 100 as well as the individual calls being serviced by the workstations 118.
  • the SIP calls utilize the mid-call recovery mechanism 528 in order to support a rapid resumption mode in the case of a dropped call or subsystem failure when the back-up subsystem is invoked.
  • An expansion bay 530 can be provided to allow expansion and growth of the installation rack 501. It is understood that any number of the communication gateways 518 can be supported in order to provide the emergency call system 100, including additional units of the second rack 504. It is further understood that the first rack 502 and the second rack 504 are coupled to each other through electrical and communication interfaces (not shown).
  • the method 600 includes: receiving an incoming call by a call controller in a block 602; distributing a pending call request from the call controller to a selected group of workstations in a block 604; and accepting the pending call request by one of the workstations including removing the pending call request from all others of the workstations in the selected group in a block 606.
  • the resulting method, process, apparatus, device, product, and/or system is straightforward, cost-effective, uncomplicated, highly versatile, accurate, sensitive, and effective, and can be implemented by adapting known components for ready, efficient, and economical manufacturing, application, and utilization.
  • Another important aspect of the present invention is that it valuably supports and services the historical trend of reducing costs, simplifying systems, and increasing performance.

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  • Business, Economics & Management (AREA)
  • Emergency Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Mobile Radio Communication Systems (AREA)
  • Alarm Systems (AREA)

Abstract

L'invention concerne un procédé d'exploitation d'un système d'appel d'urgence comprenant les étapes suivantes: un contrôleur d'appel reçoit un appel entrant; le contrôleur d'appel envoie une demande d'appel en attente à un groupe de postes de travail choisi; et la demande d'appel en attente est acceptée pour l'un des postes de travail et retirée pour tous les autres postes de travail du groupe choisi.
PCT/US2012/043090 2011-06-20 2012-06-19 Système d'appel d'urgence avec gestion de la desserte et mécanisme associé, et son procédé d'exploitation Ceased WO2012177600A2 (fr)

Applications Claiming Priority (2)

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US201161498782P 2011-06-20 2011-06-20
US61/498,782 2011-06-20

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WO2012177600A2 true WO2012177600A2 (fr) 2012-12-27
WO2012177600A3 WO2012177600A3 (fr) 2014-05-08

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US9826000B2 (en) 2014-12-12 2017-11-21 Microsoft Technology Licensing, Llc Effecting communication events

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WO2012177600A3 (fr) 2014-05-08
US8923488B2 (en) 2014-12-30
US20120321054A1 (en) 2012-12-20

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